Shawna Heard
Desktop Support Supervisor @Diamondback Energy
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WORK HISTORY
Desktop Support Supervisor @Diamondback Energy
Midland, TX, US
I started with Diamondback through a merger. I currently manage and support a skilled team of eight Helpdesk Support Representatives. I assist in managing the support ticketing system to ensure that tickets are assigned and worked on in a timely manner. I assist in the escalation process to help support my team. Review customer surveys and the KPI\'s setup by DBE IT manager. Conduct performance reviews. Recommend training opportunities and encourage professional development. Collaborate with the other IT teams.
EDUCATION
University of Phoenix
Associate of Science - AS, Psychology
University of Phoenix
Master of Science - MS, Data Science
University of Phoenix
Bachelor of Science - BS, Information Technology with Advanced Software Developer Certfitcate
SKILLS
ABOUT SHAWNA HEARD
With years of progressive experience in IT service management and supervisory roles, I\'ve…
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